Not enough credits bug

This thread is resolved. Here is a description of the problem and solution.

Problem:
The client is unable to translate some fields in their post after migrating their site, receiving an error due to unassigned translation credits.
Solution:
If you're experiencing this issue after migrating your site, we recommend the following steps:
1. Visit your WPML.org account and go to the List of registered sites page (https://wpml.org/account/sites/).
2. Delete the current sitekey to return the credits to your WPML.org account.
3. Create a new sitekey for your site.
4. In your site admin area, navigate to Plugins > Add new > Commercial tab, then unregister and re-register your site with the new sitekey.
5. Assign credits to your site from your WPML.org account.
For more detailed guidance, refer to the following documentation:

If this solution does not resolve your issue or seems irrelevant due to being outdated or not applicable to your case, please open a new support ticket. We also highly recommend checking related known issues (https://wpml.org/known-issues/), verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. For further assistance, you can contact us directly at the WPML support forum.

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Tagged: ATE

This topic contains 6 replies, has 2 voices.

Last updated by ignacioL-11 3 months, 2 weeks ago.

Assisted by: Long Nguyen.

Author	Posts
June 11, 2024 at 12:35 am #15724210
ignacioL-11	Background of the issue: Translate some fields in my post and the plugin returns an error saying: "You don't have enough credits to translate automatically. Contact the website's owner to request more credits." I do have enough credits. This needs to be fixed asap please. Symptoms: Can't translate any field. Questions:
June 11, 2024 at 2:27 am #15724300
Long Nguyen Supporter Languages: English (English ) Timezone: Asia/Ho_Chi_Minh (GMT+07:00)	Hi there, Thank you for contacting WPML support, I’m happy to help you with this issue. Checking on our server, I see your site doesn't have credits. This happens because you've migrated your site to a new one, selected the Copy action and didn't assign credits to the new version. Some credits (around 33k) are still available in the old version. To fix the issue, please follow steps below and let me know how it goes: 1. Go to WPML.org account > List of registered sites page https://wpml.org/account/sites/ 2. Delete the current sitekey, then credits will be back to your WPML.org account. 3. Create a new sitekey for your site. 4. Go to your site admin area > Plugins > Add new > Commercial tab > Unregister and re-register your site with the new sitekey. 5. Go to WPML.org account > Assign credits to your site. Refer documentation https://wpml.org/documentation/translating-your-contents/advanced-translation-editor/using-advanced-translation-editor-when-you-move-or-use-a-copy-of-your-site/ https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/ Looking forward to your reply. Thanks
June 11, 2024 at 5:19 am #15724422
ignacioL-11	Hi, I haven't migrated any site. I'm still having the same domain, i run my website with Cloudflare services so most probable IP might change randomly. Thanks
June 11, 2024 at 6:36 am #15724534
Long Nguyen Supporter Languages: English (English ) Timezone: Asia/Ho_Chi_Minh (GMT+07:00)	Maybe something was changed on your site, on June 06. Can you please follow the steps that I suggested to delete the current sitekey, create a new one and re-assign credits to your site? Looking forward to your reply. Thanks
June 11, 2024 at 11:23 pm #15729131
ignacioL-11	Thanks Long for your support. I've tried all the steps you've mentioned and still having the same issue with credits. I'm attaching a screenshot.
June 12, 2024 at 3:07 am #15729212
Long Nguyen Supporter Languages: English (English ) Timezone: Asia/Ho_Chi_Minh (GMT+07:00)	Hi, I still see the credits are available in the old instance. Did you delete the current sitekey to move credits to your WPML.org account as I suggested? Please do the suggested steps one more time: 1. Go to WPML.org account > List of registered sites page https://wpml.org/account/sites/ 2. Delete the current sitekey, then credits will be back to your WPML.org account. 3. Create a new sitekey for your site. 4. Go to your site admin area > Plugins > Add new > Commercial tab > Unregister and re-register your site with the new sitekey. 5. Go to WPML.org account > Assign credits to your site. If it doesn't help, I would like to request temporary access (wp-admin and FTP) to your site to take a better look at the issue. Your next reply is set to private to share the info. ❌ IMPORTANT: Please backup your database and website before proceeding ❌ Looking forward to your reply. Thanks
June 12, 2024 at 5:10 am #15729421
ignacioL-11	Hi Long, When you say "old instance" what do you specifically mean? cmc.rivkin.com.au is the correct site. As I told you before I haven't migrated any site. That said, I have followed in detail your steps and it's still happening the same problem.
June 12, 2024 at 5:35 am #15729428
ignacioL-11	This has been fixed.

ignacioL-11 confirmed that the issue was resolved on 2024-06-12 05:35:34.
This ticket is now closed. If you're a WPML client and need related help, please open a new support ticket.